Complaints

This profile includes complaints for Vanderbilt Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vanderbilt Health

  The Vanderbilt Clinic 1301 Medical Center Drive, Suite 1817 Nashville, TN 37232

  
• 

  Vanderbilt Health

  Vanderbilt University Adult Hospital Nashville, TN 37232

  
• 

  Vanderbilt Health

  Monroe Carell Jr. Children's Hospital Nashville, TN 37232-9900

  
• 

  Vanderbilt Health

  The Vanderbilt Cilnic Nashville, TN 37232-5100

  
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  Vanderbilt Health

  Vanderbilt Psychiatric Hospital Nashville, TN 37212

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cant make head or tails of this statement. Was billed $499.72. But none of Vanderbilts statements match my ***. When I called I was told that my insurance denied payment for my hernia repair and that they had given me a huge discount and this is what I owe, but the *** shows each Dr. ******* and his Fellow both billed the same amount and I owed 0 on the first one and $975 on the second one for the same surgery. Which my deductible payment should have covered. If I owe this money, I will be glad to pay it, I just cant come to a good conclusion as to how this figure was billed to me. I am set up on a payment plan so I have paid $170 of it already.

  

  Business Response

  Date: 02/28/2025

  Thank you for reaching out to us. This patient's concerns have been addressed and explained. This patient is working directly with one of our team members to obtain documentation on how everything was processed. 

   

  Thank you, 

  Patient Billing. 

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was treated at Vanderbilt 9/5 to 9/30. I have private insurance and its an in network provider. We had met our deductible and paid our coinsurance, meeting our max out of pocket maximum. 1 year later, I got a bill for $2577.05. I have contacted my insurance numerous times, and have been told I have no further responsibility. I have contacted Vanderbilt, and asked to speak to a manager to resolve this. 1 month ago I called and a manager had reviewed it, no explanation, I owe the money. This is balance billing which is illegal.

  

  Business Response

  Date: 01/03/2025

  Hello, 

  We are working with BCBS to obtain an updated EOB so that we can adjust the account. The account has been placed on a hold so that the patient does not get billed, while we work on the patient's behalf. 

   

  Thank you, 

   

  Patient Billing

  Customer Answer

  Date: 01/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred to Vanderbilt Digestive Disease Center, when scheduling I requested a location closer to home but was told I could only schedule at the ********* location although there are other offices an hour closer to me. I waited in pain for 3 months for this appointment scheduled for 11/14/24 at 3:00pm. I left my home at 1:00pm half way through the trip there were three car accidents and we were delayed. I attempted to call the clinic at the only number provided to me and was told I could not speak to anyone at the clinic but they would send a message to the nurse and call me back asap. I asked if the provider would be able to accommodate my arrival time or if I should reschedule. I also sent a message directly to the clinic as an urgent request to see if I could be accommodated. If they could not still see me I could have gotten off the interstate and returned home. I never received a call, yet I have proof that the office note was add ended to make the provider aware of my arrival time yet no one called me. I arrived to Vanderbilt at 3:31 and they refused to still see me, turned me away. They would not allow me to reschedule at one of their closer clinics, meaning if I wanted to be seen I would have to drive another two hours on another day. I was told that the closer clinic in ******** has a rule that they will not schedule a patient who lives farther than 30 minutes. Although it would save me an hour and half. I was turned away with no apology, no customer service help, no compassion. I had to drive home in rush hour traffic. My trip cost me six hours of my life and Vanderbilt and the Provider ****** ****** had no regard. This is poor patient care, poor customer service, poor communication and ********************** should be ashamed that they treat patients, no less one of their own employees this way. Not being able to speak with someone at the actual clinic and only a message being taken at the call center puts patient safety at risk.

  

  Business Response

  Date: 11/15/2024

  The Office of Patient Relations at Vanderbilt University Medical Center has reached out to the reporter to attempt to resolve her concern.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen at one of Vanderbilts clinic on 8/13/24 for a consultation and had to pay a $100, but I would be refunded the $100 if I didnt want to proceed with any plans. They charged my insurance and I had to pay a $30 copy and should have been refunded the other $70 and its been about 3 months and I still havent received my refund. Ive called 4 times or more and all they keep saying is they have to send it to upper management for an updated time frame. I called twice today the 1st time I was suppose to get a call back at 12 noon today and never received a call back, so I called back at 3pm today and I talked with a supervisor name *** in the billing department and was told once again that she has to email upper management for a updated time frame and that she will give me a call back once she hear back from them but she doesnt know how long that will take. Its didnt take months for them to take my money but its taking them months to refund me my own money.

  

  Business Response

  Date: 11/15/2024

  Hello, 

   

  Patient has been refunded. Voicemail has also been left for the patient for follow up.

   

  Thanks,

   

  Patient Billing

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. The medical center wont allow me to revoke my advanced directives. I added it via the portal but they wont let me revoke it in the portal. I was given a phone number and a name of whom to call to do it and they wont call me back. THIS IS AGAINST THE LAW!!2. I have been trying to get the ************ to give me a letter of medical necessity for more PT visits or call my insurance provider to get it approved. I have been communicating with them through the portal as this is the way they insist. I tell them exactly what it needs to say and it is like they dont comprehend English. I was then told that they called and got left on hold so I have spent hours getting through to someone with my insurance who has told me that he calls, and THEY wont call him back. I am having to now change doctors to get away from Vanderbilt, pay for another visit with a new specialist and to repeat and pay for xrays again. THEN they told me they dont take care of this kind of thing. So why do they PRETEND like they are even a provider?Not getting this therapy is the difference between uncontrolled pain and now having to have $200,000 to get my whole spine fused. This medical center is not only an atrocity, it is dangerous. It is a very UNSAFE place for anyone to go. A bureaucratic mess!

  

  Business Response

  Date: 11/13/2024

  The Vanderbilt Office of Patient Relations spoke to the reporter by phone.  We are unable to discuss personal health information in this public portal.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband got a procedure done at the hospital after an accident and had his jaw wired shut. Its now time to take the brackets out and he cant make an appointment for the hospital to give them out. Its been almost three weeks over. The office has no answers for him and says the doctors busy. No other doctors or orthodontists will take them out because Vanderbilt did them and the brackets are now cutting into his mouth making them bleed and his jaw is now swelling up again. He is in constant pain only to be written off because the one doctor to do this is unavailable and he cant get out sourced to a clinic that can actually make time for their patients. He having trouble talking and eating again when he was fine before and they wont let us come in to make sure its not an infection or anything serious

  

  Business Response

  Date: 11/21/2024

  Please contact the Vanderbilt Office of Patient Relations at **************.

• Initial Complaint

  Date:11/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received less than stellar service during a combined 8 day stay at their facility in *******, **. Thats fine, its healthcare in *******. I expect nothing less than terrible service. However, I dont expect to have to pay for an FMLA form to be filled out. I think that people should know that Vanderbilt is scamming people by making them pay a third party company for their own medical records. I think the media should get involved. I cant believe they have the audacity to make people spend even more money just for health records. Its absolutely ridiculous with as much as they charge for care. Our bill will be thousands and thousands of dollars and you cant even fill some paperwork out for me?!?! No dice. I want my $60 back that I had to pay the scam company *********.

  

  Business Response

  Date: 11/21/2024

  The Vanderbilt University Medical Center Office of Patient Relations directly responded to the patient with a resolution to her complaint.  

• Initial Complaint

  Date:09/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vanderbilt Health Account Number: ****** Sept. **, ************************* I want to report Vanderbilt Health with fraud. I received a bill from them dated 08/08/2024 for $119.00 which I do not owe. I called them about this on 8/19 and I was told that they would take care of this. Then I received another bill from them stating that I now owe $598.05 (ACCOUNT PAST DUE). Statement Date: 09/05.2024 I called Vanderbilt Health *************) on 9/13 and I ask them again why is Vanderbilt Health keep billing me for something I do not owe. The female I talked to told me they have 45 days to respond. A told her to make a note to send the bill to the VA payment request. Reminder; my primary care doctor at the VA hospital in ************ put in this request for a CT heart scan at the Vanderbilt Hospital in *********, and they received an authorization before doing my test on 08/02/2024. I OWE VANDERBILT HEALTH "NOTHING"!

  

  Business Response

  Date: 09/16/2024

  Hello, 

  The VA was billed and there is currently no balance due from this patient. 

   

  Thank you, 

   

  Patient Billing

  Customer Answer

  Date: 09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 22, 2024 my husband was admitted at VUMC for heart ************** replacement surgery. When called into pre-op, I was able to go in with him. At that time he was asked to undress & put his *************** in two different clear bags which I did. Unfortunately the bags got laid on floor behind the chair I sat in. Surgeon came in to talk & staff was attending to my husband. When I was told to kiss my husband goodbye, I reached for my purse, a tote bag of mine, his ************* water bottle & never turned around to get my husband's *************** in those bags. I never thought of it again until he was moved to a private room on 8th floor. I asked several nurses who were going to check for me. Was told no one could find & they probably got thrown away! Was given a phone # for patient relations which I called & spoke to *****. She said she'd email **************op & would call me back. I didn't hear anything. A day later I called again & she said no one found items! I was told there wasn't lost & found! On Vanderbilt's website their mission is "personalizing the patient experience through our caring spirit and distinctive capabilities". Where's the "personalization of my husband's experience" in this matter. There was no regard for the loss of his items!! A pair of new $90 Skecher slip-in shoes, A pair of shorts, tee shirt, underclothes, A handmade 100% leather belt, a gift from our son, Gone! Our experience up to this point was excellent! His care was excellent! But I believe there needs to be a better policy in practice for lost items! Why didn't the staff in pre-op, when they found his belongings, contact me. I was asked to give my phone # as his contact person every where we had to give info.especially at the surgery check in desk. After leaving him in pre-op the staff would know we were sent to cardiac waiting room! No one could bring to me, or call me to come get? We would like ************************************************************************* (patient)

  

  Business Response

  Date: 09/04/2024

  Dear *** and ***********************,

  We hope this finds you both well.  ***** has spent a great deal of time with staff searching for your belongings in the past couple of weeks.  

  We renewed the search this afternoon and have good news!  We located your clothing and shoes, and have secured them in our office.  ***** will be in touch to set up a time for you come by to pick them up.  Our address is:

  Office of Patient Relations

  1301 Medical Center Drive

  The Vanderbilt Clinic, Suite 1823 (first floor)

  Sincerely,
  

  *****************************

   

   

   

   

  Customer Answer

  Date: 09/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Vanderbilt Health to establish care since my doctor abruptly retired. During the course of the visit I had to disclose my prior health history. Instead of this appointment being processed and billed as a new patient my insurance and myself was billed as a consultation. My insurance does not require referrals for specialist and that was not the purpose of the visit. On a second visit, I was sent for an annual test. The second provider said it is a routine procedure. Instead of billing it as routine as the provider ordered they billed it as diagnostic. The provider even wrote that they wanted to see me in a year for another routine exam. In both of these instances Vanderbilt billed fraudulently. I have disputed this since last year. This has negatively impacted my health. They sent a form to fill out for financial aid/ assistance which I filled out and returned will all the requested documents I had. Vanderbilt has not only ignored it but threatened to send me to collections. I have disputed these charges repeatedly since last year via phone and writing. It is abundantly clear that Vanderbilt does not care about the health of the patients only about money. They also violate the law, change diagnostic codes, cause harm to patients and do medical fraud. I advise that all patients avoid Vanderbilt if they value their life and quality of life.

  

  Business Response

  Date: 09/05/2024

  Hello,
  
  This is in response to the complaint filed for Christa May. This has been reviewed several times by our coding team and coding management. The coding is accurate. The documentation states that the provider assessed and planned for Infertility Counseling. The patient has also spoken at length, to the charge nurse who explained in detail, the reason for the documentation and coding.
  Please accept our apologies for not receiving your financial assistance determination timely. A letter has been mailed to you, letting you know that your application has been denied. If you would like to appeal that decision, please supply your 2024 income tax return, a 2024- SSA benefit statement, food stamp letter, or unemployment letter. You can email the appeal with the applicable documents to [email protected].
  
  Sincerely,
  
  Patient Billing 

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22187676
  
  I am rejecting this response because:
  I informed the office before my first appointment that my doctor had retired and that I had filled out the release for my medical history to be sent to them for ongoing OBGYN care. My insurance DOES NOT require consults for specialists. Therefore if I needed a specialist I would have gone to one directly and not gone to Vanderbilt. Vanderyalso did not address the dispute over the Mammogram. They ignored this. I DO NOT RECEIVE SSI NOR ANY OTHER PUBLIC ASSISTANCE. FOR TWO YEARS I WAS NOT MEDICALLY CLEARED TO WORK. THEREFORE HAD NO TAXES. They are discriminating against a disabled person. ISENT THEM EVERYTHING THAT I HAD. . I HAVE DISPUTED THESE CHARGES SINCE I WAS FIRST MADE AWARE. VANDERBILT DOES NOT AND I REPEAT DOES NOT CARE ABOUT PATIENTS AND I WILL GO TO THE MEDIA IF NECESSARY. I know that if they are doing this illegal act to me they are doing it to others. They said they would review the phone call that I placed that I stated that my doctor abruptly retired and I needed a new OBGYN. This provider has committed fraud and I will be issuing a formal complaint. I have the receipts of when I mailed the application for assistance. They deliberately did not contact nor acknowledge then tells BBB THAT IT WAS UNTIMELY. The doctor ordered a ROUTINE MAMMOGRAM AND THEY BILLED IT AS Diagnostic. That is illegal. The doctor also said see you back in a year for another routine mammogram. By law they are not to cause harm to patients. They have caused great harm to include but not limited to PTSD, unable to obtain medical care for issues that arose last winter that I still suffer from including abdominal issues. 
  Sincerely,
  
  Chris M

  

  Business Response

  Date: 09/23/2024

  Hello, 
  This was reviewed again and the 09/05 visit was coded as a new patient visit, this has been confirmed again, as coded correctly. The 07/25 mammogram was also verified as coded correctly. From a clinical perspective and the patient’s provider, Dr. Anderson ordered a diagnostic mammogram due to prior abnormal mammogram. We performed a diagnostic mammogram as it was ordered. The reasoning for the diagnostic mammogram made sense medically and we would not have questioned it. In the provider’s visit summary from May 2023 (2 months prior to the breast imaging in question) she notes ordering a mammogram for this patient as well. I am not sure where the confusion happened or why the patient thought she was having a screening mammogram rather than a diagnostic mammogram. From a clinical perspective we performed the exam that was ordered by the patient’s provider. 
  Regarding the concerns over the Financial Assistance denial. We did receive paystubs, but the amount was blocked out. The patient is welcome to provide unedited paystubs (3 months) because we need the gross amount, or her 2023 income tax return. 
  This review is considered final. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22187676
  
  I am rejecting this response because:
  1. The ordering doctor directly informed me that she was ordering a ROUTINE MAMMOGRAM AND THAT SHE WOULD SEE ME IN ONE YEAR FOR ANOTHER ROUTINE MAMMOGRAM.

  2. My insurance verified by phone on a three way call with myself, the insurance and the billing department of the provider that the BILL WAS NOT SENT CORRECTLY. The bill DID NOT INCLUDE A DIAGNOSTIC CODE FOR THE NEW PATIENT APPOINTMENT.  The insurance informed the billing provider  of this. The billing representative stated that she would make notes on the account to that fact and that currently the case is with management. The conversation was on a recorded line with the insurance. 
  3. Only sensitive information was blocked out on the pay stubs. This would included but not limited to finance codes and EIN numbers. The worked hours as well as the net pay ARE CLEARLY LISTED ON THE PAY STUBS. 
  4. I paid a copay at time of visit for new patient appointment and the provider failed to credit the account which shows they are still committed fraud. 

  5. Follow-up to years past mammograms was only due to fibrous image. They had never any abnormalities to indicate that an issue was or has ever been present. This does not necessitate a diagnostic mammogram to be completed since according to the ordering doctor, mammogram technology has drastically improved since that last one that had been completed several years prior. 
  

  6. I only was placed back to work last July 2023 after not being cleared to work for two years and against my medical providers including my surgeon. Therefore at appointment date I had only worked less than three months. 
  

  7. The providers lack of understanding, compassion and assistance has been enormous in this entirety since the beginning. 
  Sincerely,
  
  Chris M

  

  Business Response

  Date: 09/27/2024

  Good afternoon,

  Upon further review of the coding for the mammogram, we did find notes that would support this being a routine mammogram. We have adjusted the balance to zero for the July 25th mammogram. 

  Regarding the application for Financial Assistance, we cannot process with the documents we have so our original response is still accurate. 

   

  Thank you,

  Patient Billing

  Customer Answer

  Date: 10/06/2024

   
  Complaint: 22187676
  
  I am rejecting this response because:
  1. The provider has not correctly applied the $70 payment made on date of service .

  2. The provider has not submitted corrected claims for date of services to the insurance company.

  3. The provider has not submitted the information that the insurance company has requested on multiple dates. The insurance provided in for to the provider on what the issues are. 

  4. Refund of all the money that I have paid to Vanderbilt minus the $25 copay for Sept 2023 appointment.

  5. Provider to insure that no damage has been done to my credit in relation to these issues since the provider has sent it to collections despite all of the disputes that I have done for over a year.

  6. Corrected claims sent to insurance for reprocessing. 
  

  7. Dispute doctors records as incorrect for true reason of appointment which was to establish a new provider since my previous one abruptly retired.

  8. Formal apology from provider due to all of the issues that has been caused by these issues including delay and harm to my health since I have not been able to get medical care for issues because of these issues.

  9. I have provided all the information that I could for financial aid and the provider is still not cooperative .

  10. Tabitha, a representative with the provider, has not had enough time for  making contact with the insurance and other departments within her organization. These need to be addressed before any resolution can be considered. 

  
  Sincerely,
  
  Chris M